Advice Worker

The Advice and Information Service plays a vital role in supporting single-parent families and professionals across Scotland by providing multi-channel advice and guidance. Covering a broad spectrum of topics related to single parenting, the service ensures families have access to accurate and timely information tailored to their unique circumstances. As a national service, we are committed to reaching single-parent families wherever they are in Scotland, delivering support that is inclusive, accessible, and responsive to their needs. Operating from Monday to Friday, 9:30 am to 4:00 pm, the service is available throughout the year, apart from Christmas and Easter holidays. By offering assistance through multiple platforms, we ensure flexibility and ease of access, empowering single parents to navigate challenges and access the resources they need to thrive.Purpose of Role The purpose of this role is to deliver accurate, up-to-date advice and effective signposting to single parents and those advocating on their behalf through the OPFS Advice Service. The role ensures that single-parent families have access to vital information, resources, and guidance to navigate their unique challenges. Additionally, the role involves actively monitoring and identifying social policy concerns emerging from interactions with service users and sharing knowledge throughout the wider organisation. This critical function contributes to shaping OPFS's policy and strategic efforts, ensuring the voices of single parents inform policy discussions and drive meaningful change to address societal barriers.Equal opportunities and family friendly employment

• OPFS aims to be an equal opportunity and family friendly employer and flexible working requests will be considered. OPFS has Investors In People silver status and Living Wage accreditation., Provide high-quality advice to single parents and professionals on topics within our "My Life and Me" areas: Home, Money, Children, Relationships, Health & Wellbeing, and Work, Training & Education.
• Signpost single parents, families, and professionals to appropriate support and resources, both within and beyond the Advice Service.
• Accurately record enquiries and advice in the CRM system (Salesforce).
• Participate in and contribute to monitoring and evaluation activities to support continuous service improvement, quality standards and service performance.
• Stay updated on relevant legislation and changes affecting single parents, undertaking training as needed.
• Engage in team meetings, support and supervision sessions, inductions, training, and advice development, including leading on specialist advice areas.
• Maintain strict confidentiality in line with OPFS policies on privacy, data management, and confidentiality.
• Participate in self-reflective practices and quality assurance activities, such as enquiry reviews and peer supervision, while being open to feedback.
• Attend relevant training and events to enhance the effectiveness of the Advice & Information Service.
• Work flexibly to ensure effective delivery of the Advice and Information Service.
Corporate responsibilities
• Committed to supporting the work of OPFS and improving the lives of single-parent families.
• Work in alignment with OPFS's values of Justice, Equity, Trust, Compassion and Collaboration, alongside our Code of Conduct.
• Flexible in approach to work and duties, taking on tasks as directed by Managers.
• Actively contribute to teamwork, promoting collaboration and a positive problem-solving attitude.
• Take personal responsibility for complying with policies, including safeguarding, confidentiality, health and safety, and data protection.
• Promote equal opportunities and diversity within your work and the wider organisation.
• Ensure single parents' voices and experiences influence your work where relevant.
Personal specifications Please ensure you identify how you meet these within your personal statement.


• Recent experience of service delivery within an advice setting such as a helpline, Citizens Advice, or similar.
• Knowledge of a variety of advice subjects relating to our "My Life and Me" areas: Home, Money, Children, Relationships, Health & Wellbeing, and Work, Training & Education.
• An understanding of UK and Scottish benefit system with an understanding of how these affect single parents.
• Strong verbal and written communication skills, with the ability to provide professional, relevant, and non-judgmental advice.
• Ability to quickly learn new information and respond to advice issues in a fast-paced environment.
• Effective listening and questioning skills to understand parents' needs and help them make informed decisions.
• Understanding and empathy for the challenges faced by single parents.
• Strong teamwork skills and flexibility to adapt to change.
• Evidence of self-motivated learning and a commitment to continuous development.
• Proficient in IT (Word, Excel, Outlook, Office 365) and confident in using a number of cloud-based systems for enquiries and record-keeping.
• Ability to work well under pressure and independently.
• Experience of handling confidential or sensitive information with discretion.
• Understanding of and a commitment to ensuring equality, inclusion and diversity within service delivery.
Desirable
• Experience of welfare rights work and conducting benefit calculations including better off calculations.
• Experience of using multi-channel online virtual call centres, SharePoint and Salesforce.
Core skills
• Resourcefulness.
• Strong verbal and written communication skills.
• Maturity.
• Confidence.
• Empathy.
• Patience.
  
  OPFS was founded in 1940 and since then we have been at the forefront of shaping policy and services in Scotland, that support single parents and their children. Today, there are over 144,000 single parent families in Scotland, 25% of all families. We involve parents, champion their voices and keep their needs at the heart of everything we do.
We want a society in which single parent families are treated equally and fairly. To help achieve this we provide a range of single parent tailored services. We do this through our advice channels, self-help pages on our website and our local community-based services. To create lasting change we involve single parents, experts by experience, to influence policies which challenge discrimination and judgmental attitudes, which will reduce child poverty and make services more accessible to all families.

Salary: OPFS Scale points 13-17, £25,111- £30,691 £20088 - £24552 pro rata for 28 hours per week. Placing on scale dependent on experience. Hours: 28 hours per week over 4 days. Typically, 7 hours a day. Must be available for core service hours between 9.15am and 4.45pm.,
• Salary: OPFS Scale points 13-17, £25,111- £30,691, £20088 - £24552 pro rata for 28 hours per week.
• Hours of work: 28 hours per week over 4 days. Typically, 7 hours a day. Must be available for core service hours between 9.15am and 4.45pm.
• Holidays: Annual leave entitlement is 25 days and 12 Public holidays. (pro rata) An additional 5 days, 35 hours, pro rata for part time, is added after 5 years' service (pro rata).
• Pension: You will be auto enrolled in our pension scheme with a 3% contribution from you and 7% from OPFS.
• Training and support and supervision: You will receive induction training and frequent support in the first three months. Thereafter you will receive monthly individual support and supervision and annual appraisals. Regular team meetings will be held and staff have access to internal and external training.